Mortgage Processing Manager

Our Values

THE GOLDEN RULE

Whether we’re dealing with colleagues or customers, we follow The Golden Rule, treating others the way we want to be treated. It’s a simple rule, but it’s also significant: we don’t prioritize money or growth over people, and we practice empathy at every opportunity.

CALM FOCUS

We work in tech and build solutions for real estate. Both are fast-paced and stressful industries. So it’s important that we focus on the larger objective rather than rushing from one task to the next. If something is out of scope, we say “No.” If something feels rushed, we pump the brakes. This calm focus helps us create solutions our customers love.

ONE TEAM, ONE DREAM

Big problems require big solutions. We look at our customers’ experience holistically, and recognize that solving them requires collaboration across teams. This approach extends to cooperation among our three affiliate companies — Homeward, Homeward Mortgage and Homeward Title — and produces a more integrated homebuying experience.

About the opportunity

The Homeward Mortgage Team is central to Homeward’s operation, responsible for conducting the financial review and approval of every customer that works with Homeward and processing and closing every loan secured with Homeward Mortgage. We’re focused on bringing financial innovations to life and delivering a seamlessly integrated mortgage experience. We are looking for residential Mortgage subject matter experts and smart, flexible people that can easily adapt to a new way of doing things.

As the leader of our Loan Processing team, you’ll be ensuring that Homeward’s customers move quickly and efficiently through the mortgage transaction ensuring all important dates are met. Your role is to manage the performance, processes, and enablement of Homeward Mortgage’s Loan Processing team to deliver a seamless transaction experience, with exceptional customer service, and an on time closing. You will recruit for and train the members of this team, develop their skills, manage them to high standard performance expectations, and support them with improving processes and tooling through your partnership with the Product & Technology teams. You will also work to build and maintain strong relationships with Mortgage Sales through your partnership with their leaders, ensuring alignment and common goals.

This position is not eligible for visa sponsorship.

Responsibilities will include:
• Interview, hire, onboard, train, performance manage, and develop the team of Mortgage Loan Processors
• Run the daily management of your team’s pipeline to ensure on time closings and predictable high quality transaction experiences for our Customers and Agents
• Attend and represent your team at daily cross-functional pipeline syncs to provide key loan updates that keep other transaction teams informed and aligned
• Manage the weekly and monthly projections for on time closing performance by file and by Loan Processor, including solutioning files that are delayed to get them back on track
• Support your team as a knowledgeable resource, answering questions related to complicated loan processing situations, underwriting guidelines, and regulatory requirements
• Coach and motivate team members to meet or exceed daily, monthly, quarterly and yearly goals, KPIs and SLAs. The top KPIs owned and contributed to by this role include On Time Closings, Agent & Customer NPS, Mortgage E&O, Capacity Utilization, and Employee Engagement
• Enforce adherence to all state and federal regulations, mortgage lending and underwriting guidelines, and RESPA requirements
• Resolve, escalate or remedy customer service issues in a professional manner
• Collaborate with internal teams to creatively solution for challenging scenarios
• Foster a team environment that is in line with Homeward’s Values and Culture
• Own the maintenance of current team Standard Operating Procedures and processes, identify opportunities for improvement, and implement them, keeping documentation up to date
• Collaborate with cross-functional leaders/teams including Mortgage Sales, Mortgage Operations, and Title Operations to continuously iterate on and improve upon processes
• Track, analyze, and communicate team and individual performance data
• Identify knowledge gaps within the team and develop a plan to fulfill them

About you:
• 1+ years of processing management experience
• 4+ years of experience in high volume purchase mortgage loan processing FNMA, FHLMC, FHA, VA and Non-Conforming (Jumbo) mortgages, wholesale experience a plus
• Ability to manage, lead, and mentor team members about the mortgage processing process
• Strong problem-solving, organizational and project management skills
• A deep sense of ownership, accountability, and collaboration
• Expert knowledge of Desktop Underwriter (DU), Loan Product Advisor (LPA) and Encompass
• Superior customer services skills
• Strong reporting and analytical skills to manage the team to metric performance
• Professional and effective ability to communicate with other departments and senior management
• Ability to thrive in a fast-paced, high production environment
• The drive to build something new that will change the real estate industry

Pay and benefits
• Compensation range: $85,000 base
• Remote-first environment (our Headquarters are in Austin, TX, come visit!)
• Company-wide bonus
• Exciting stock option grant for every full-time employee
• 401(k) employer contribution match
• Health and wellness benefits, including medical, dental, vision, and life insurance
• Twenty days of vacation, five sick days, twelve company holidays, and two floating holidays each year
• Generous paid parental leave of up to 14 weeks

See more about how Homeward takes care of our team by providing a generous package of benefits here.

About Homeward

Buying a home should be an exciting milestone. But all too often, it’s stressful, especially in a competitive market or when you’re buying and selling at the same time. So we’ve redesigned the homebuying experience. We’re a fast-paced real estate startup that empowers agents to help homebuyers and sellers in a variety of markets to buy with cash, sell with certainty, or just make it all much more convenient. We offer bundled services across offers, Mortgage, and Title, all in an effort to make homebuying more seamless.

Founder and CEO Tim Heyl, a 10-year industry veteran and owner of one of the fastest-growing agent teams in the country, started Homeward in 2018. In fact, he bought our first customer’s home with his own life savings. Today we offer four services -- Buy with Cash, Buy Before You Sell, Sell Before You List, and Backed by Cash, in the 7 states we serve -- Texas, Georgia, Florida, Colorado, Arizona, Oregon, and Washington.

We’ve raised more than $160MM in equity capital from top-tier venture investors, including Norwest, Blackstone, Adams Street, Javelin, LiveOak, and Breyer Capital. Our leadership team includes experts from the real estate, mortgage, and technology industries.

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